Operations Executive

Job Summary

The Operations Executive is responsible for coordinating, monitoring, and optimizing day-to-day courier and logistics workflows. This role serves as a critical link between the warehouse, sorting hubs, transportation fleets, and delivery staff (riders/drivers) to ensure packages are sorted, dispatched, and delivered safely and on time. The position focuses heavily on tracking performance metrics (KPIs), vendor alignment, and maintaining high service quality.  

Key Responsibilities

1. Daily Logistics & Dispatch Coordination

• Supervise the end-to-end flow of parcels, from arrival at sorting hubs to final-mile dispatch.
• Ensure accurate sorting, proper packaging, and secure handling of standard and high-value shipments.
• Coordinate with the transportation team to schedule daily vehicle movements and optimize delivery routes for cost and time efficiency.

2. Fleet & Delivery Team Monitoring

• Monitor the daily productivity and performance of delivery riders, drivers, and regional hub assistants.
• Ensure strict compliance with company standard operating procedures (SOPs), safety rules, and regional delivery regulations.
• Address and resolve on-road delays, delivery failures, or scheduling bottlenecks in real time.

3. Vendor & Partner Management

• Manage relationships with external vendors, third-party logistics providers (3PL), and freelance courier networks.
• Oversee courier Non-Delivery Reports (NDR), process bill clearances, and resolve weight or volume metric disputes with vendors.
• Aid in evaluating vendor reliability and onboarding new logistics partners to support peak-season demands or route expansions.

4. Data Tracking, Analysis & Reporting

• Collect and monitor daily operational KPIs, including delivery success rates, transit times, and vehicle fuel efficiency.
• Maintain clean data logs across company delivery management software, Microsoft Excel, or Google Sheets.
• Prepare clear weekly and monthly operational reports, highlighting structural bottlenecks and proposing process improvements to management.

5. Customer Escalation & Issue Resolution

• Act as a secondary escalation point for complex or delayed delivery complaints, working closely with the Customer Care (CEX) team.
• Investigate lost, damaged, or misrouted parcels quickly and implement corrective measures to prevent recurring issues.

Job Requirements

Education: Bachelor’s degree or Diploma in Business Administration, Logistics, Supply Chain Management, or a related field.

Experience: Minimum 1 to 3 years of hands-on experience in express courier, freight forwarding, or e-commerce logistics operations.

Technical Skills:

• Proficiency in logistics tracking platforms and delivery management systems.
• Strong working knowledge of spreadsheet software (MS Excel / Google Sheets) for tracking data and metrics.

Soft Skills: Above-average communication and negotiation skills for handling driver management, vendor updates, and dispute resolutions.

Key Traits: High adaptability to fast-paced environments, strong local geography knowledge, and robust analytical problem-solving abilities under pressure.